Delivery Coordinator - Capital Hot Tubs

Leslie's Pool Supplies•Clarksburg, MD

1d•Onsite

About The Position

With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying. The Delivery Coordinator is responsible for collecting and verifying all required information to initiate delivery and installation, including sales orders, contracts, property measurements and documentation, and any project-specific instructions. This role partners closely with Sales Representatives to ensure all customer needs, preferences, and expectations are clearly understood, feasible, and accurately documented, and then schedules the final installation appointment.

Requirements

High school diploma or GED required
1–3 years of dispatch, scheduling, or customer service experience
2+ years experience in high-volume customer service environments handling diverse inquiries and issue resolution
2+ years experience using CRMs, scheduling software, Outlook, and Microsoft Office applications
Strong attention to detail and excellent organizational skills
Ability to manage multiple systems and screens simultaneously (CRM proficiency required)
Strong written and verbal communication skills
Ability to thrive in a fast-paced, deadline-driven environment
Customer-focused mindset with strong service skills
Demonstrated ability to work collaboratively in a team environment
Tech-savvy with strong computer skills
Dependable, motivated, and eager to learn new systems and processes
Ability to adapt to a flexible schedule based on business needs

Nice To Haves

Experience in scheduling within a service or delivery-based industry preferred

Responsibilities

Coordinate and maintain detailed records of all project requirements, evaluations, and procedures with crane companies, contractors, electricians, delivery teams, and any third-party partners involved in installations.
Provide consistent, timely updates to customers regarding the status of their project while maintaining excitement and delivering thoughtful, high-touch service throughout the experience.
Coordinate payment collection with customers, ensuring all payment or financing agreements are completed prior to delivery.
Prepare all customer-facing delivery documentation, including water care instructions, valet information, payment summaries, and specific delivery team instructions.
Review completed deliveries and follow up with customers to assess satisfaction, ensure completion of delivery forms, collect installation photos for marketing, and schedule service, valet, or shipping support as needed.
Document, communicate, and resolve delivery issues in partnership with managers and delivery teams, identifying process improvements to prevent recurrence and ensuring timely resolution of outstanding items.
Schedule post-delivery follow-ups to ensure customers are fully satisfied and maximizing enjoyment of their product.
Assist Service Coordinators with call center support as needed, including answering phones, responding to service emails, and scheduling service appointments.
Provide remote product orientation and basic maintenance guidance to customers.
Greet walk-in customers at service headquarters and support point-of-sale transactions when needed.
Maintain cleanliness of work areas and support general administrative office tasks.
Perform other duties as assigned.